Troubleshooting

Most issues resolve by checking Pending catalog status, export queue status, or client visibility settings.

Cannot sign in

• Confirm email and password at Sign in.
• Use Reset password if needed.
• Clear browser cache or try incognito mode.

Fund entry shows Pending

• Open Funds lookup for the same ticker and tax year.
• If catalog status is Pending, the entry correctly stays Pending—no amounts are guessed.
• Check back when fund data is published as Available.

Export stuck Queued or Failed

• Refresh export history on the client tax year page.
• Failed exports may indicate missing OK entries or workspace limits—retry after fixing entries.
• Contact support with export ID if failure persists.

Cannot see a client

• Verify Private vs Firm-shared visibility.
• Members may not see Private clients owned by others.
• Ask a firm Admin to share or change visibility.

Still need help?

Email support from the Contact page or your firm Admin.